Company Overview Join us on our mission to elevate customer experiences for people around the world.
As a member of the Everise family, you will be part of a global experience company that believes in being people-first, celebrating diversity and incubating innovation.
Our dedication to our purpose and people is being recognized by our employees and the industry.
Our 4.5/5 rating on Glassdoor and our shiny, growing wall of Best Place to Work awards is a testament to our investment in our culture.
Through the power of diversity, we celebrate all cultures for their uniqueness and strengths.
With 13 centers around the world and a robust work at home program, we believe great things happen when we work with people who think differently from us.
Find a job you’ll love today Position Purpose: This role is required to complete Train-The-Trainer new-hire training and certification courses prior to the start of the first Agent/Representative new-hire training class within their respective site.
The Assistant
– Training is required to remain in their role through the duration of the ramp and may transition to another project-related role only after the last ramp new-hire class and all appropriate follow-up training administrative reporting is complete as determined by the client contract.
Job Requirements:
• Strong facilitation skills, training experience, strong leadership/coaching/mentoring abilities, critical thinking skills, attention to detail, strong verbal and written communication, self-directed, experience with basic computer skills and Microsoft Office Suite
• Works effectively and ability to meet deadlines in a fast paced and changing environment
• Demonstrate Knowledge of the Business and Applicable Operational Platforms
• Support Effective Facilitation
• Support Effective Facilitation Skills
• Apply knowledge of curriculum topic objectives
• Manage and Support the Learning Environment
• Measure and Enhance Learning Effectiveness
• Demonstrate ability to coach and apply critical thinking skills
• Responsible for training adherence to curriculum, attendance to client sponsored training meetings, coordination of training related tasks, and training tracking for all client training procedures and reporting.
Ensure trainers are focused solely on the delivery of training (delivery, co-training, observing, training preparation, and training coaching)
• Job Responsibilities: Responsibilities include, but are not limited to:
• Provide support related to training, scheduling training events
• Ensure employees are kept abreast of training requirements
• Accountable for ensuring trainers are completing all required tracking (Performance Tracker, Learning Facilitation Tracker, Comprehensive Tracker, and Post Training Survey Tracker)
• Is the primary site-level training contact between Vendor and client
• Complete certification courses
• Successfully complete training for role in which he/she is responsible
• Conduct training change management
• Provide training coaching to Trainers and Training Leaders
• Coordinate post-training Level 1 survey reporting
• Ensure the maximum effectiveness of staff by implementing training programs
• Monitor and report on the effectiveness of training programs and implement remediation programs
• Successfully complete client Train the Trainer (T3)
• Accountable for ensuring trainers are adhering to the agent and/or representative training schedule and curriculum
• Accountable for ensuring Trainers are completing all appropriate pre-season preparation and course work as defined by client training organization While not training, trainer could be asked to take phone calls or support operations, depending on the business needs.
Qualifications:
• Undergraduate degree in Human Capital Development, Instructional Design, English or a related discipline or equivalent combination of education and experience
• Excellent oral and written communication skills at all levels of the organization
• Demonstrated presentation and facilitation skills
• Proficiency in Microsoft Office applications including PowerPoint, Excel and Word
• Exceptional motivational, interpersonal and customer service skills; Demonstrated leadership skills
• Ability to speak in front of medium to large sized groups of people
• Schedule Flexibility
• Dependability regarding completion of assignments and attendance
• A minimum 3-5 years instructing in an adult learning environment preferably in a call center, customer service or related industry
• Ability to pass a drug screen and background check If you’ve got the skills to succeed and the motivation to make it happen, we look forward to hearing from you.